Senior Procedure Writer at Wells Fargo (2022-04 – Present)
Produce SOPs, process maps, job aids, and compliance documentation for Unsecured Lending Operations (ULO), including Credit Card Underwriting, Credit Line Management, Fraud, Fulfillment, Contact Centers, and SOP Governance.
- Gather and translate complex system, process, and regulatory requirements into clear, role-specific procedures with defined acceptance criteria, correct terminology, and consistent documentation standards.
- Develop and maintain a full library of documentation and compliance artifacts across design, testing, release, change control, and retirement — building repeatable, audit-ready documentation structures.
- Perform editorial quality control on documentation authored by others, standardizing terminology, tone, and formatting to ensure consistency and readability across a large digital resource library.
- Leverage AI tools to accelerate content creation, editing, and quality review while ensuring accuracy and regulatory compliance.
- Partner directly with technical teams, business stakeholders, and SMEs to gather requirements, validate documentation accuracy, and close content gaps.
- Intake, track, and validate documentation update requests in Jira, ensuring accuracy, timely review, and audit-ready status reporting against project timelines.
- Translate complex business and technical concepts into clear, accessible content for diverse audiences, including non-technical reviewers and end users.
- Establish and enforce brand, tone, and style standards across a documentation team, editing and guiding others' work for consistency and quality.
Communications Specialist (Business Process & Procedures) at Wells Fargo (2017-04 – 2022-04)
- Applied Nielsen Norman Group (NN/g) usability principles to standardize and rewrite procedures, templates, and guides, improving clarity, consistency, and readability across a large documentation library.
- Led editorial quality control and rewrite initiatives, partnering with SMEs to validate technical accuracy under tight, project-driven deadlines.
- Managed multiple concurrent documentation projects and competing priorities, including planning, resourcing, and timeline estimation for compliance-artifact production.
- Served as subject matter expert on documentation standards, style, and terminology consistency, ensuring audience-ready output across teams.
- Acted as a key quality-control resource for writers, SMEs, and leadership on documentation structure and standardization.
- Restructured 500+ SOPs into OpenText as part of a large-scale digital resource library migration, improving accessibility, standardization, and audit readiness.
Contract Technical Writer at Wells Fargo – Consumer Lending (2016-08 – 2017-04)
- Developed and updated technical and business documentation, process guides, and compliance-related content to support lending operations.
- Collaborated with stakeholders and SMEs to validate accuracy and clarity of procedures.
Contract Technical Writer at Human Resources Software (2015-10 – 2016-02)
- Created and maintained technical documentation, guides, and end-user-facing digital resources for HR systems and processes.
- Partnered with SMEs to gather requirements and deliver structured, user-focused documentation.
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